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Amazon Connect vs Genesys Cloud CX comparison

Amazon Web Services (AWS) and Genesys are both solutions in the Contact Center Platforms category. Amazon Web Services (AWS) is ranked #1 with an average rating of 8.3, while Genesys is ranked #3 with an average rating of 8.6. Amazon Web Services (AWS) holds a 24.1% mindshare in CCP, compared to Genesys’s 19.1% mindshare. Additionally, 100% of Amazon Web Services (AWS) users are willing to recommend the solution, compared to 100% of Genesys users who would recommend it.
Amazon Connect
Read 21 Amazon Connect reviews
  • 1,952 Views
  • 1,249 Comparison Views
100% willing to recommend
Genesys Cloud CX
Read 12 Genesys Cloud CX reviews
  • 3,805 Views
  • 1,103 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Apr 6, 2025

Genesys Cloud CX and Amazon Connect compete in the cloud contact center solutions category. Despite both offering strong features, Genesys Cloud seems to have an upper hand due to its comprehensive features and high availability.

Features: Genesys Cloud CX offers elastic scaling, a user-friendly interface, and seamless integration with platforms like WhatsApp. It ensures a reliable 99.99% availability and features an intuitive integration with various bots. These make it a preferred choice for contact-centered clients. Amazon Connect provides a simple setup process and integrates effortlessly with AWS services. Its robust AI integration, real-time analytics, and omnichannel support deliver essential tools for varied operational needs.

Room for Improvement: Genesys Cloud CX can enhance process automation and customizability, especially in outbound functionalities and personalization options. Users seek improvements in application customization and reporting. For Amazon Connect, users desire better workforce management and global scalability. The complexity of multiple integrations and the need for enhancements in outbound campaigns and native channel support are key areas for development.

Ease of Deployment and Customer Service: Both utilize public cloud deployments, with Amazon Connect offering additional private and hybrid options. Genesys provides competent technical support, although improvements in response times are noted. Amazon Connect is commended for its excellent customer support, benefitting from robust AWS integration.

Pricing and ROI: Genesys Cloud CX operates on a flexible pay-as-you-go model, managing expenses efficiently despite the perceived high cost. Customers value its extensive features, enjoying positive ROI. Amazon Connect's pricing model, also pay-as-you-go, is cost-effective within the AWS ecosystem, though extensive integration can incur unexpected expenses. Its simplicity and scalability enhance affordability.

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To learn more, read our detailed Amazon Connect vs. Genesys Cloud CX Report (Updated: July 2025).
Buyer's Guide
Amazon Connect vs. Genesys Cloud CX
July 2025
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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
4.5
Amazon Connect offers a cost-effective, easy-to-use solution for globally distributed or hybrid workers, saving on call center expenses.
Sentiment score
6.6
Genesys Cloud CX enhances client interactions, increases profit margins, and offers benefits like global MI and secure payments.
 

Customer Service

Sentiment score
6.6
Amazon Connect's customer service is efficient, skilled, and varies by support plan, with Premium Support often praised.
Sentiment score
7.4
Genesys Cloud CX support is praised for responsiveness and efficiency, with some delays and variability in complex cases and regions.
If you need a limitation raising, within five days, you can consistently get that support.
Support is available via web, phone, and email based on incident priority.
For more quotes and insights, download the Amazon Connect report
Genesys support is very good.
For more quotes and insights, download the Genesys Cloud CX report
JE
MS
PD
 

Scalability Issues

Sentiment score
6.7
Amazon Connect is highly scalable, efficiently managing large user volumes and traffic, with cost efficiencies despite initial higher costs.
Sentiment score
7.8
Genesys Cloud CX excels in scalability and user-friendliness, making it ideal for large call centers with numerous agents.
Amazon Connect is scalable and supports both small and high-volume contact centers with consistent performance.
For more quotes and insights, download the Amazon Connect report
The solution is considered scalable and receives a rating of seven on a scale of one to ten.
The scalability of Genesys is excellent.
For more quotes and insights, download the Genesys Cloud CX report
MS
AB370 - PeerSpot reviewer
PD
 

Stability Issues

Sentiment score
7.1
Amazon Connect is praised for its 99.99% uptime, stability, quick issue resolution, and superior global resiliency features.
Sentiment score
7.9
Genesys Cloud CX offers strong stability with AWS support, high uptime, and reliable performance backed by redundant networks and support.
There have been no outages experienced so far.
For more quotes and insights, download the Amazon Connect report
I have never seen it go down.
For more quotes and insights, download the Genesys Cloud CX report
 

Room For Improvement

Amazon Connect should address pricing, integration, features, and scalability for better call management and improved customer service functionality.
Genesys Cloud CX needs better automation, integration, pricing, and support, plus improved configurability, reporting, and workforce management.
Importing data from non-native Amazon Connect channels into workforce management.
For more quotes and insights, download the Amazon Connect report
There is room for improvement in the solution's pricing structure.
Their WFM product is still pretty immature.
For more quotes and insights, download the Genesys Cloud CX report
MS
AB370 - PeerSpot reviewer
PD
 

Setup Cost

Amazon Connect offers cost-efficient, scalable cloud solutions with variable costs, often cheaper than on-premise but requires careful cost planning.
Genesys Cloud CX is costly yet competitive, offering flexible, customizable licenses and pay-as-you-go pricing for potential savings.
Rated four out of ten in terms of expense.
For more quotes and insights, download the Amazon Connect report
Genesys' licensing model is flexible, though not the cheapest.
Overall it's affordable, as indicated by a pricing rating of four out of ten.
For more quotes and insights, download the Genesys Cloud CX report
MS
PD
AB370 - PeerSpot reviewer
 

Valuable Features

Amazon Connect provides scalable, pay-as-you-go cloud communication with seamless AWS integration, rich features, and intuitive cost-efficient interface.
Genesys Cloud CX provides a reliable, scalable solution with extensive integrations, robust tools, and cost-efficient services with 99.99% availability.
It features an interactive voice recognition system, a drag-and-drop interface for contact flows, natural language processing through Amazon Lex, and robust analytics through Connect Lens.
For more quotes and insights, download the Amazon Connect report
The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys.
The integration of CTI within the IT system is a particularly valuable feature.
For more quotes and insights, download the Genesys Cloud CX report
MS
PD
AB370 - PeerSpot reviewer
 

Categories and Ranking

Amazon Connect
Ranking in Contact Center Platforms
1st
Ranking in Contact Center as a Service (CCaaS)
1st
Average Rating
8.4
Reviews Sentiment
7.2
Number of Reviews
21
Ranking in other categories
No ranking in other categories
Genesys Cloud CX
Ranking in Contact Center Platforms
3rd
Ranking in Contact Center as a Service (CCaaS)
3rd
Average Rating
8.8
Reviews Sentiment
6.7
Number of Reviews
12
Ranking in other categories
Workforce Engagement Management (1st), Customer Experience Management (5th)
 

Mindshare comparison

As of August 2025, in the Contact Center Platforms category, the mindshare of Amazon Connect is 24.1%, down from 26.1% compared to the previous year. The mindshare of Genesys Cloud CX is 19.1%, down from 28.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Contact Center Platforms
 

Featured Reviews

Rajni Kumar Jha - PeerSpot reviewer
Offers good reliability, works well for hybrid environment, totally managed by Amazon but needs to integrate third-party CRM tools like Salesforce
My recommendation depends on your exact requirements. It involves the following aspects: * What's the size of your operation? * What specific purposes do you have in mind? * Could you elaborate on how you intend to use it? For example, if I have a call center with 30 people, and I primarily want to use it for call center operations. I wouldn't recommend Avaya or Cisco. I'd suggest considering either Amazon Connect or Salesforce Service Cloud (voice services). For Amazon Connect, I'd rate it a seven out of ten. There are a few features they still need to improve, particularly with Customer Profiles and case management. If these features become as robust as Salesforce, then Amazon Connect could be a complete contact center solution without the need to integrate third-party CRM tools like Salesforce.
Read full review
AB370 - PeerSpot reviewer
Enhanced customer interaction with integrated CTI improves service operations
We primarily use Genesys Cloud CX for handling customer service operations, where agents receive calls directly through the platform, manage cases, and ensure consistent communication with customers It has improved customer interaction by integrating CTI directly into our IT systems. The…
Read full review
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Top Industries

By visitors reading reviews
Computer Software Company
16%
Financial Services Firm
9%
Manufacturing Company
8%
Insurance Company
8%
Financial Services Firm
15%
Computer Software Company
10%
Manufacturing Company
9%
Government
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?
Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...
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What do you like most about Amazon Connect?
Amazon Connect is really simple, straightforward, and very flexible.
See all answers
What is your experience regarding pricing and costs for Amazon Connect?
The pricing is rated ten due to its scalability and cost-effectiveness based on the level of usage. Several services are available to choose from, charging only when Lambda functions are triggered....
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What do you like most about Genesys Cloud?
Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful.
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What is your experience regarding pricing and costs for Genesys Cloud?
Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, increased security, and seamless remote working.
See all answers
What needs improvement with Genesys Cloud?
Their WFM product is still pretty immature. Generally, it's good. I can't think of anything off the top of my head that needs improvement without checking further.
See all answers
 

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Product Reports

Buyer's Guide
Amazon Connect
July 2025
Amazon Connect reportDownload Amazon Connect product report
Buyer's Guide
Genesys Cloud CX
July 2025
Genesys Cloud CX reportDownload Genesys Cloud CX product report
 

Also Known As

AWS Connect
Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud
 

Overview

Amazon Connect is a cloud-based contact center solution known for easy setup, flexible contact flow design, and integration with AWS services. It features a pay-as-you-go pricing model, offering real-time analytics, scalability, and support for both chat and voice interactions.

Amazon Connect facilitates seamless communication by integrating with CRM platforms like Salesforce and ServiceNow. It supports functionalities such as softphones, IVR systems, and AI-driven capabilities like sentiment analysis. Companies transitioning from traditional systems benefit from flexible call routing, customer interaction management, and AWS service integration. However, there are challenges like complex integration processes, limited outbound features, and a need for improved call quality and reporting customization.

What are the most important features of Amazon Connect?
  • Flexible Contact Flow: Easy drag-and-drop design for contact flows.
  • Integration: Seamless AWS and CRM platform integration.
  • Scalability: Efficient cloud-based scalability options.
  • Real-time Analytics: Offers insightful data analysis and metrics.
  • Voicemail Integration: Effective and efficient voicemail solutions.
What benefits should users look for in Amazon Connect reviews?
  • Pricing Flexibility: No upfront costs with pay-as-you-go model.
  • Enhanced Efficiency: Supports diverse communication methods.
  • Seamless Operations: Simplified operations through drag-and-drop actions.
  • Improved Interaction Management: AI-driven features for sentiment analysis.

Amazon Connect sees implementation across industries needing efficient cloud-based contact center management. Financial services, healthcare, and retail sectors utilize its integration capabilities with CRM systems and AWS for streamlined communication processes, capitalizing on AI and analytics features to enhance customer interactions.

Amazon Web Services (AWS)

Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels. 

With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.

Genesys
 

Sample Customers

Capital One, Intuit, Adobe, Siemens, LegalZoom, DXC technology, Rackspace, Bellhop, American Preparatory Academy, The University of Texas at Dallas, University of Auckland, Origin Energy, and others.
1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox
Buyer's Guide
Amazon Connect vs. Genesys Cloud CX
July 2025
Free Report: Amazon Connect vs. Genesys Cloud CX
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